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by alexus
20 Mar 2017, 23:01
Forum: General
Topic: Adding custom changes to User.pm
Replies: 8
Views: 165

Re: Adding custom changes to User.pm

If you need add some fields to agent only, try this - viewtopic.php?t=19936
by alexus
14 Mar 2017, 23:59
Forum: General
Topic: Auto link a CI to a ticket
Replies: 4
Views: 125

Re: Auto link a CI to a ticket

Standard module "System Monitoring" can autolink related CI to new ticket created via email. Just read module manual.
by alexus
09 Mar 2017, 22:17
Forum: Помощь
Topic: Смена сервиса агентом
Replies: 2
Views: 91

Re: Смена сервиса агентом

Надо в  SysConfig в Ticket -> Frontend::Agent::Ticket::ViewPriority к примеру активировать выбор Сервиса - Ticket::Frontend::AgentTicketPriority###Service
by alexus
06 Mar 2017, 23:25
Forum: Общие вопросы
Topic: Чем Dynamic Field отличается от поля тикета?
Replies: 1
Views: 70

Re: Чем Dynamic Field отличается от поля тикета?

Здесь не быстрее отвечают, не так ли :). Попробуйте на английской ветке, но там Вас скорее всего пошлют за платной доработкой в OTRS AG.
by alexus
06 Mar 2017, 23:24
Forum: Help
Topic: Conditional showing of Dynamic fields ITSM:Workorder and ITSM:Change
Replies: 2
Views: 74

Re: Conditional showing of Dynamic fields ITSM:Workorder and ITSM:Change

Workorder is the different kind of system object and it isn't a ticket. Any ticket tricks with ALC etc. are not working for Workorders.
by alexus
24 Feb 2017, 19:00
Forum: General
Topic: switch off escalation for ticket
Replies: 6
Views: 155

Re: switch off escalation for ticket

It's not possible. But you can move ticket in a queue named i.e. "Waiting for reply" without escalations.
by alexus
15 Feb 2017, 22:31
Forum: Общие вопросы
Topic: process ticket вопрос
Replies: 5
Views: 116

Re: process ticket вопрос

вы переоцениваете себя Почему Вы так считаете? Я просто написал про наш опыт, и что мы такие задачи ранее решали. И Вы ещё не видели цен на аддоны немецких сторонних разработчиков :) ! недооцениваете мои возможности Из чего это следует? Я же не сказал, что Вы лично сами не справитесь, просто предло...
by alexus
15 Feb 2017, 21:47
Forum: Общие вопросы
Topic: process ticket вопрос
Replies: 5
Views: 116

Re: process ticket вопрос

Вот наше демо - http://demo.radiantsystem.com
Помочь можем мы в реализации ваших задач, пишите в личку Ваши координаты, свяжемся, обсудим условия. Если же у вас нет бюджета на развитие системы, то бесплатно обучать разработке - это не наш профиль 8)
by alexus
15 Feb 2017, 21:11
Forum: Общие вопросы
Topic: process ticket вопрос
Replies: 5
Views: 116

Re: process ticket вопрос

У нас большой опыт по реализации HR-процессов на нашем клиентском портале. По вашей задаче - нужен кустом без вариантов
by alexus
03 Feb 2017, 23:38
Forum: General
Topic: how to prevent creation of article when notifcation is send to email
Replies: 2
Views: 159

Re: how to prevent creation of article when notifcation is send to email

I guess you need just to change your notification policy.
by alexus
31 Jan 2017, 09:50
Forum: General
Topic: Can we change date and time notation in Dynamicfield?
Replies: 6
Views: 223

Re: Can we change date and time notation in Dynamicfield?

In this case you need a small custom development.
by alexus
30 Jan 2017, 22:48
Forum: General
Topic: Can we change date and time notation in Dynamicfield?
Replies: 6
Views: 223

Re: Can we change date and time notation in Dynamicfield?

Hi, In OTSR standard setting, the date and time notation in the dynamic field is "yyyy-mm-dd hh:mm:ss", but is there a setting to change this notation? Example) Change to default setting "yyyy-mm-dd hh:mm:ss" ⇒ "yyyy/mm/dd hh:mm" What do you need indeed? "yyyy-mm-d...
by alexus
30 Jan 2017, 22:45
Forum: General
Topic: Install OTRS with a database that already exist.
Replies: 6
Views: 214

Re: Install OTRS with a database that already exist.

Possible strategy:
1. Upgrade current (old) OTRS to new version according to standard manual
2. Backup the database from updated OTRS
3. Install a new OTRS on new server
4. Restore old updated database from backup on new server
by alexus
27 Jan 2017, 14:19
Forum: Help
Topic: Service Level Agreement do not filter automatically
Replies: 11
Views: 282

Re: Service Level Agreement do not filter automatically

http://joxi.ru/5mdz1BEHWx8KA1
1. It doesn't work with AD
2. VIP$ - may be extra $ ?
by alexus
27 Jan 2017, 13:02
Forum: Help
Topic: Service Level Agreement do not filter automatically
Replies: 11
Views: 282

Re: Service Level Agreement do not filter automatically

Gl3d50N wrote:I'm almost giving up, everything seems to be normal, but just don't works.

You should show proof screenshots:
1. Customer with attributes
2. Ticket info with Service, SLA, etc.
3. SLA selection window
4. ACL
by alexus
26 Jan 2017, 22:06
Forum: Help
Topic: Service Level Agreement do not filter automatically
Replies: 11
Views: 282

Re: Service Level Agreement do not filter automatically

1. otrs/index.pl?Action=AdminCustomerUserService
2. otrs/index.pl?Action=AdminSLA
by alexus
26 Jan 2017, 21:37
Forum: Help
Topic: Service Level Agreement do not filter automatically
Replies: 11
Views: 282

Re: Service Level Agreement do not filter automatically

Try check Service <-> Customer and Service <-> SLA relations
by alexus
26 Jan 2017, 00:14
Forum: Help
Topic: Service Level Agreement do not filter automatically
Replies: 11
Views: 282

Re: Service Level Agreement do not filter automatically

I guess you have some attribute for customers which is mapped in dynamic field. And an ACL sets dependencies between SLA and dynamic field. Please check that your customers (from AD and internal DB) have NORMAL-VIP attribute.
by alexus
26 Jan 2017, 00:01
Forum: General
Topic: SolutionDiffInMin
Replies: 2
Views: 194

Re: SolutionDiffInMin

There is no way to calculate Escalation times only by SQL request because in this calculation are used Calendars settings from SysConfig.
by alexus
03 Jan 2017, 18:37
Forum: General
Topic: OTRS5 export tickets
Replies: 1
Views: 178

Re: OTRS5 export tickets

Hi, This issue is not so simple and obvious because tickets have a lot of relations with other objects - articles,agents, customers, queues, services, SLA's etc. Another problem can be caused by storing attachments in the file system. If you have attachments in database, I'd recommend you just to mo...
by alexus
03 Jan 2017, 18:22
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 357

Re: SLA & Solution time

Hi Vinesh,

No need to make any changes in the SysConfig because you change just only a part of HTML-template. I still recommend to place custom tt file into Custom folder since you can lose the changes after even minor update. And don't forget to restart Apache after this.
by alexus
29 Dec 2016, 12:54
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 357

Re: SLA & Solution time

Hi vines,
How it looks now? Could you please share new screenshot.
by alexus
28 Dec 2016, 23:43
Forum: General
Topic: Field "time" depends on the current system time
Replies: 4
Views: 214

Re: Field "time" depends on the current system time

With our add-on you can use time field more "clean". And you can set up limit for amount of ours for 1 operation. Try it here - http://demo.radiantsystem.com
by alexus
28 Dec 2016, 21:04
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 357

Re: SLA & Solution time

Hi Vinesh! Take a look at Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt [% RenderBlockEnd("SLA") %] </fieldset> <fieldset class="TableLike FixedLabelSmall Narrow"> [% RenderBlockStart("FirstResponseTime") %] <label>[% Translate("First Response Time"...
by alexus
24 Dec 2016, 18:00
Forum: General
Topic: SLA & Solution time
Replies: 8
Views: 357

Re: SLA & Solution time

Solution time shows real escalation time. You need light custom development to show SLA business time.
by alexus
23 Dec 2016, 01:04
Forum: Help
Topic: Add new overview to Dashboard
Replies: 5
Views: 288

Re: Add new overview to Dashboard

root wrote:Your colleagues could have answered that too
https://otrs.github.io/doc/api/otrs/sta ... ch.pm.html

It sounds sarcastic ;-)
by alexus
15 Dec 2016, 23:28
Forum: General
Topic: How to create recipient new type ?
Replies: 4
Views: 232

Re: How to create recipient new type ?

You need custom development
by alexus
14 Dec 2016, 18:20
Forum: General
Topic: Analystics tool/add in
Replies: 5
Views: 277

Re: Analystics tool/add in

We have add-on for dashboard analytics - http://demo.radiantsystem.com
by alexus
14 Dec 2016, 00:33
Forum: General
Topic: Limit number of tickets
Replies: 8
Views: 406

Re: Limit number of tickets

CesarRomario wrote:Hey jojo thanks for the info, So I can be sure that I could have 100k tickets, and all of them would be on my database??

Sorry for ask, I just wanna be sure XD.

Thank You.

We have a customers with more then 1 000 000 tickets. And it works :)
by alexus
14 Dec 2016, 00:31
Forum: General
Topic: Difference between incident and service request?
Replies: 5
Views: 251

Re: Difference between incident and service request?

I was wondering why in this video https://www.youtube.com/watch?v=PFOkuHxLThE I see that when creating a "service request" it activates a tab "tasks" to the ticket. seems to be a 3rd party module. But you can achive the same via process management within OTRS It's a custom devel...
by alexus
01 Dec 2016, 23:10
Forum: General
Topic: Correcting Button Action
Replies: 1
Views: 121

Re: Correcting Button Action

You need custom development to get buttons with predefined actions. It could be smh like this:
Screenshot 2016-12-01 22.06.44.png
by alexus
30 Nov 2016, 00:20
Forum: General
Topic: Managing Change Requests
Replies: 1
Views: 102

Re: Managing Change Requests

The question is it possible to create only RFC/Change request by sending email? (RFC Template already exist). Yes if RFC is a ticket. Is it possible to change RFC state by sending email? Yes if RFC is a ticket. For example, manager have no time to approve RFC via OTRS, it's much easier for him to r...
by alexus
28 Nov 2016, 22:09
Forum: Help
Topic: Automatic lock new mail or phone tickets
Replies: 2
Views: 143

Re: Automatic lock new mail or phone tickets

You can unlock ticket with GenericAgent event-based task.
by alexus
04 Nov 2016, 23:51
Forum: OTRS Marketplace
Topic: searching for developer - custom window with multiple actions
Replies: 1
Views: 394

Re: searching for developer - custom window with multiple actions

Hi, Nick!

It is not so complicated custom development. It's about 1-3 working hours for creating custom package for you. Which OTRS version do you use? Please feel free to contact me via email or private message.
by alexus
02 Nov 2016, 02:53
Forum: Help
Topic: Submitting Change in CMDB Not working in Chrome
Replies: 8
Views: 487

Re: Submitting Change in CMDB Not working in Chrome

root wrote:This could be related to the outdated OTRS version and the up-to-date browser. Do you have the chance to test ist with an newer version? At least the latest Patchlevel 4.0.18?

It appears only in latest version Chrome - 54 even in latest OTRS 5.0.14
by alexus
21 Oct 2016, 22:49
Forum: General
Topic: Link ticket with a CI
Replies: 1
Views: 205

Re: Link ticket with a CI

You need custom development. We have a module that recognizes CI name in email body and links discovered CI with a new ticket.
by alexus
09 Oct 2016, 16:32
Forum: General
Topic: Slowness to create Ticket
Replies: 10
Views: 354

Re: Slowness to create Ticket

There's no need to customize Ticket.pm to fix this. I meant exactly "time tracking" but not "fix" See below modified TicketLockSet function with time tracking sub TicketLockSet { my ( $Self, %Param ) = @_; ### RS my $t0 = [gettimeofday]; # lookup! if ( !$Param{LockID} &&...
by alexus
08 Oct 2016, 12:24
Forum: General
Topic: Slowness to create Ticket
Replies: 10
Views: 354

Re: Slowness to create Ticket

As you can see in my system reset unlock time spent less then 1 sec. You need customize Ticket.pm for operation time tracking.
1475922011675.jpg
by alexus
07 Oct 2016, 21:51
Forum: General
Topic: Slowness to create Ticket
Replies: 10
Views: 354

Re: Slowness to create Ticket

It looks strange. "Reset or unlock time" shouldn't be so slow. Check your database slowly
TicketCreate.png
by alexus
07 Oct 2016, 18:47
Forum: General
Topic: Slowness to create Ticket
Replies: 10
Views: 354

Re: Slowness to create Ticket

1. You should analyze ticket history first.
2. Check notifications for ticket create event and check your email server performance
3. Check any errors in otrs and apache logs
by alexus
09 Sep 2016, 23:04
Forum: OTRS Marketplace
Topic: OTRS Consultant
Replies: 2
Views: 481

Re: OTRS Consultant

Hello Scott,

If you are still need a solutions for your tasks please contact us via sales@radiantsystem.com. You can visit our free demo - http://demo.radiantsystem.com
by alexus
05 Jun 2016, 16:37
Forum: Помощь
Topic: Как убрать сообщения о Business Solution
Replies: 1
Views: 397

Re: Как убрать сообщения о Business Solution

1) Нужно руками жёстко конфиги править 2) /otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Frontend::Agent::ModuleRegistration;SysConfigGroup=Framework;# убрать группу из "Group ro" и проставить группу admin в "Group"(добавить поле ввода плюсиком справа) чтоб...
by alexus
24 May 2016, 22:56
Forum: Help
Topic: OTRS without accounts
Replies: 1
Views: 270

Re: OTRS without accounts

It works - http://demo.radiantsystem.com/otrs/inde ... TicketID=1
Login page - http://demo.radiantsystem.com or http://demo.radiantsystem.com/otrs/customer.pl
You can communicate with customer using customer address from original incoming email.
by alexus
13 May 2016, 21:59
Forum: Help
Topic: Custom SLA metrics on OTRS?
Replies: 7
Views: 309

Re: Custom SLA metrics on OTRS?

ThunderFox wrote:While looking up the OTRS data model, I just found out that there is no history of ticket status.

There is no any special "ticket status history". On the other hand if you look closely at the ticket_history table you can find a column STATE_ID. It's not obvious of course but it works.
by alexus
13 May 2016, 20:26
Forum: Help
Topic: Custom SLA metrics on OTRS?
Replies: 7
Views: 309

Re: Custom SLA metrics on OTRS?

You can use ACL for setting Priority-SLA dependencies. As to specific SLA you can get solution via custom reports for specific metric calculation.
by alexus
13 May 2016, 20:20
Forum: General
Topic: How to change a date for a ticket???
Replies: 2
Views: 181

Re: How to change a date for a ticket???

If you have a time machine :) . If not, you should update data in database.
by alexus
07 May 2016, 18:35
Forum: Help
Topic: How to hide queue for customers
Replies: 5
Views: 534

Re: How to hide queue for customers

alexus писал(а): If you disable Queues for Customers via Group, customers can't see tickets in the customer portal. Not exactly... they will see the only the tickets for the queues they are enabled. I agree, but customer needs to have a possibility to see ticket across whole lifecycle. I personally...
by alexus
07 May 2016, 00:25
Forum: Help
Topic: How to hide queue for customers
Replies: 5
Views: 534

Re: How to hide queue for customers

In my opinion, it would be better to enable "Customer Users <-> Groups" support and filter the queues on customer interface with permissions on their related groups. It's not a good idea. If you disable Queues for Customers via Group, customers can't see tickets in the customer portal. I ...
by alexus
11 Apr 2016, 19:23
Forum: OTRS Developers
Topic: Creating ticket by the customer
Replies: 12
Views: 730

Re: Creating ticket by the customer

Send us you request and contact data via contact form - http://www.radiantsystem.com
by alexus
11 Apr 2016, 19:12
Forum: Help
Topic: Mapping from CustomerDB with duplicate mail addresses
Replies: 2
Views: 161

Re: Mapping from CustomerDB with duplicate mail addresses

Try this option:

Code: Select all

 CustomerUserEmailUniqCheck => 0,

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